IT - Program Manager - Veterans Sourcing Group
Denver, CO
About the Job
Duties:
Location: Denver, CO strongly preferred (for in-person meetings), but open to remote within the US
Max Bill Rate: ***/hr
Possible extension through 2026
Responsible for managing the IT transformation of 20+ disparate contact centers into 3 contact centers. Consolidation of current contact center telephony solutions to NICE CXone. Work with Scrum masters, and other project managers to manage implementation of CRM/workflow capabilies Salesforce, ServiceNow or other agent desktops to support business requirements.
Roles and Responsibilities:
Coordinate the CCaaS and CRM implementation and integration projects
Work closely with IT Lead, cross-functional teams, and assigned workstream project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for each project workstream
Responsible for overall execution of the program to meet scope and schedule
Manage program and project teams and coordinate and delegate cross-project initiatives
Identify key requirements for cross-functional teams and external vendors
Ensure program adherence to required IT methodology (e.g., release/deployment approach/methodology; design-to-deployment governance process [gating, testing, QA, etc.])
Own maintenance & accuracy of overall program management plan
On-board resources to the project & train resources on required project tools
Support detailed project estimates
Work with other program managers to identify risks and opportunities across multiple projects within the department
Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
Escalate risks and unresolved roadblocks to *** IT Lead
Ensure timely and quality responses from project teams
Develop project plans (deliverables, schedule)
Define resource requirements, establish project organization structure and manage project team
Create detailed plan for the workstream (based upon agreed time estimates) and track progress against plan
Formally manage scope change process and update the project plan as necessary
Manage day to day project activities
Monitor and track progress and ensure quality of team deliverables
Assign tasks to team members and track progress
Regularly communicate with stakeholders
Skills:
Work Product/Deliverables:
Project Schedule: Creation of detailed project schedule including milestones and deadlines. Updated as required at a minimum weekly.
Scope Statements: Documentation outlining the project charter/scope, including any changes or adjustments to scope from project change requests.
Communication: Correspondence and meeting notes detailing project interactions, feedback, and concerns.
Quality Assurance Documents: Records of quality checks, testing results, and compliance with *** quality management standards.
Risk/Issue/Action Management Logs: Documentation of identified risks/issues/actions, assessment, and mitigation strategies. Updated as required at a minimum weekly.
Team Coordination: Lead project status meetings, including records of project team meetings, decisions, and risk/issue/action resolutions.
Status Progress: Weekly project status updates, including updates to steerco on bi-monthly basis. Specific content overall project status, achievements and challenges.
Change Management Logs: As they arise documentation of any changes to project scope, schedule, or budget and their impact on the project.
Location: Denver, CO strongly preferred (for in-person meetings), but open to remote within the US
Max Bill Rate: ***/hr
Possible extension through 2026
Responsible for managing the IT transformation of 20+ disparate contact centers into 3 contact centers. Consolidation of current contact center telephony solutions to NICE CXone. Work with Scrum masters, and other project managers to manage implementation of CRM/workflow capabilies Salesforce, ServiceNow or other agent desktops to support business requirements.
Roles and Responsibilities:
Coordinate the CCaaS and CRM implementation and integration projects
Work closely with IT Lead, cross-functional teams, and assigned workstream project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for each project workstream
Responsible for overall execution of the program to meet scope and schedule
Manage program and project teams and coordinate and delegate cross-project initiatives
Identify key requirements for cross-functional teams and external vendors
Ensure program adherence to required IT methodology (e.g., release/deployment approach/methodology; design-to-deployment governance process [gating, testing, QA, etc.])
Own maintenance & accuracy of overall program management plan
On-board resources to the project & train resources on required project tools
Support detailed project estimates
Work with other program managers to identify risks and opportunities across multiple projects within the department
Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
Escalate risks and unresolved roadblocks to *** IT Lead
Ensure timely and quality responses from project teams
Develop project plans (deliverables, schedule)
Define resource requirements, establish project organization structure and manage project team
Create detailed plan for the workstream (based upon agreed time estimates) and track progress against plan
Formally manage scope change process and update the project plan as necessary
Manage day to day project activities
Monitor and track progress and ensure quality of team deliverables
Assign tasks to team members and track progress
Regularly communicate with stakeholders
Skills:
Work Product/Deliverables:
Project Schedule: Creation of detailed project schedule including milestones and deadlines. Updated as required at a minimum weekly.
Scope Statements: Documentation outlining the project charter/scope, including any changes or adjustments to scope from project change requests.
Communication: Correspondence and meeting notes detailing project interactions, feedback, and concerns.
Quality Assurance Documents: Records of quality checks, testing results, and compliance with *** quality management standards.
Risk/Issue/Action Management Logs: Documentation of identified risks/issues/actions, assessment, and mitigation strategies. Updated as required at a minimum weekly.
Team Coordination: Lead project status meetings, including records of project team meetings, decisions, and risk/issue/action resolutions.
Status Progress: Weekly project status updates, including updates to steerco on bi-monthly basis. Specific content overall project status, achievements and challenges.
Change Management Logs: As they arise documentation of any changes to project scope, schedule, or budget and their impact on the project.
Source : Veterans Sourcing Group
